small business customer service
No matter how big or small your business or nonprofit is, customer service can make or break its brand. At some point, most of your customers will seek customer support for a variety of reasons. Can you guess what bugs them the most?
According to Consumer Reports National Research Center, 88% of the people surveyed recently had dealt with customer service in the past year—to question a bill, request a repair, return ill-fitting merchandise, and more. Many of them didn’t like the experience and had a problem with customer service. Although the findings relate to B2C (business-to-consumer), it’s worth looking at for B2Bs and nonprofits.
What else can a blogger do for the 4th of July? Write a post with the number 4 in it!
So, here are 4 tips from my upcoming book, Beyond Your Logo: 7 Brand Ideas that Matter Most for Small Business Success, in the section entitled, “20 WAYS TO TRANSFORM YOUR BUSINESS TO A CUSTOMER-CENTRIC MINDSET.”
1. KNOW AND UNDERSTAND YOUR CUSTOMERS
Learn more about your customers — not by being snoopy, but by being friendly. Listen to them, their personal stories, desires, preferences, and complaints. Collect and record important information in your company’s customer relationship management program, database, or other customer software for reference. This allows you to anticipate their needs and surprise them.”